Job Description

Federal Hill Consulting has teamed with a leading software and application development firm in our area to identify a Tier 2 Help Desk Analyst to support a large government contract in Adelphi, MD.  The Tier 2 Help Desk Analyst will provide telephone, online and in-person technical customer support to resolve software and hardware issues on PC desktop and laptops in a DoD environment. 

**Secret clearance is required**


  • Handling incoming work orders, emails, and phone calls for a customer base of over 1500.
  • Installing and troubleshooting a variety of software packages in a Windows environment.
  • Setting up and troubleshooting various printers, scanners, and other peripherals.
  • Assisting users with account setup, data backups, and general usage of desktop and laptop PC's.
  • Computer life-cycle replacements utilizing WIN Image.
  • Laptop VPN configuration and support using Cisco products.
  • Deliver written weekly reports to supervisor.
  • Working with Helpdesk Ticketing systems, Excel spreadsheets, and various databases.
  • Maintaining systems to meet or exceed client security requirements.


Required Experience: 

  • A minimum of 1 year of Help Desk experience in a Windows helpdesk environment.
  • CompTIA Security+ certification required
  • Possess basic troubleshooting and computer configuration skills within a Windows environment.
  • Applicant must be familiar with Microsoft Office 2013, Adobe products, WIN Image, and a wide variety of COTS/GOTS software, and static TCP/IP configurations.
  • Experience with CA UniCenter Service Desk and IAVM process a plus but not mandatory.
  • Must have a professional friendly attitude, strong work ethic, and the ability to work in a fast-paced, dynamic environment.
  • Must be able to work independently or as part of a team.
  • Solid communication skills; both verbal and written are must. 

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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